HDEirghidf
Dołączył: 10 Mar 2011
Posty: 39
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Skąd: England
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 Wysłany: Pią 5:12, 01 Kwi 2011 Temat postu: Air Jordan Sneakers Present Ideas with Conviction |
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When you know you have a deal in hand,[link widoczny dla zalogowanych], you're faced with a request that is 90% nonnegotiable, or if you have a position that you feel deep down strongly about, it's imperative that you give the impression that your stance is rock solid.
Smelling blood, the customer spotted an opening: “Really not supposed to, but you do on occasion,[link widoczny dla zalogowanych], right?”
“(sincere tone) Wish I could. (Matter of factly) Delivery is just going to be $32 on this order. Which location do you want it shipped to?”
Prospect: “How's 'bout you guys pick up the delivery on this?”
You could even use humor. Act as if you didn't take the comment seriously, and they'll realize they weren't serious about making it.
What caused this whole mess? Really. That's it. Really. The word, “really.” And the rep's hesitant tone of voice.
“Yeah, I guess so.”
Notice there's no apology for the shipping (“Well, shipping is a part of our cost and if we did it for you, whine, whine . . .”) It acknowledges the request, feeble as it might be, states a fact, the shipping price, then gets on to the business at hand, deflecting the person's request.
“What cases are those?” inquired the customer.
The customer pounced. “OK. This is one of those situations. I'm a new customer, and this is what you need to get the order. You can explain that to anyone who would have to approve it, right?”
“When we need to get an order.”
Present your positions with conviction, and you won't have them challenged as often.
“Uhhh, yeah, sometimes.”
Unless you present your convictions and positions with authority, people will walk all over you.
I heard a call where a rep had the sale in the bag. The soon-to-be-customer, grasping for any last minute throw-in asked the rep, “How's 'bout you guys pick up the delivery on this?”
So what should this rep have said? Easy.
I about leaped out of my chair when the rep hemmed and hawed,[link widoczny dla zalogowanych], then said, “Well, we're really not supposed to do that.”
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